Network Operations Centre - Support Specialist Tier 1
About The Position
March Networks is looking to expand the Managed Services team with a Network Operations Center (NOC) Tier 1 Support Specialist. This role will proactively monitor a customer’s install base of March Networks products for potential health alerts, taking corrective actions as required and creating tickets for dealer onsite visits. The Managed Services team monitors tens of thousands of cameras, encoders and network video recorders (NVRs) customers around the world to optimize the availability of mission-critical video surveillance systems. March Network offers these customers its unique Insight web portal, to allow them to review tickets, asset inventory and much more.
Requirements
- Bachelor degree or post-secondary education, preferably in Computer Science, Engineering or Mathematics or related work experience
- Sound knowledge of: Windows 98/NT/2000/XP/2003, MS Office, MS Exchange Server, Active Directory, FTP, pc/server assembly and repair, routers, switches, hubs.
- Sound knowledge of: LAN/WAN, TCP/IP, Ethernet, network support and troubleshooting.
- Sound knowledge of: UNIX/Linux.
- Sound knowledge of: Security products, DVR's, IP cameras, CCTV in general.
- Working knowledge of the security industry
- Ability to work independently and as part of a team
- Ability to work well under pressure and meet deadlines
- Ability to work in a fast-paced, dynamic environment, ability to prioritize and multitask
- Excellent written communication skills
- Customer focused, attentive, investigative, commitment to quality
- Ability to maintain composure in stressful situations
- Strong organizational skills
- Analytical and problem solving skills
- Service oriented and solution driven
- Ability to communicate technical information to both technical and non-technical audiences
Nice To Haves
- Cisco Certified Network Associate (CCNA) certification or CompTia Network+ and A+ is preferred
- Database as well as programming/scripting skills are considered a definite asset
Responsibilities
- Provide remote product health monitoring function for any customers subscribed to our Managed Services.
- Reviewing and maintaining the Command Enterprise Server Health Alert Inbox
- Performing any remote diagnostics and applying fixes on monitored recording devices and IP cameras/encoders
- Logging all health alerts within the NOC’s ticketing database
- Updating tickets to keep their status current
- Creating and maintaining tickets for customers who purchased the Field of View Service
- Ensure the Health Scan’s product to customer mapping is correctly configured
- Participate in maintenance and administration of the NOC reporting and tracking database
- Work independently through verbal/written instructions from management
- Promote and maintain customer satisfaction by ensuring issues are resolved or escalated promptly and as per any Service Level Agreements.
- Other related duties incidental to the department.
- Ensure to remain updated on all the latest training on March products and solutions
- Escalate problems/issues to NOC Level 2 team when required
- Perform IP Camera firmware upgrades as required
Benefits
- Flexibility and support for a healthy work-life balance
- Professional development opportunities
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
